Contact Center Supervisor - Tempe, AZ
Posted on: June 11, 2021
Exciting Career Opportunity With Great Benefit Package,
In Office at our state of the art contact center in Tempe,
Under limited direction, this position is responsible for
overseeing and coordinating daily Donor Outreach activities and for
the achievement of assigned daily, weekly, and monthly goals. This
position is responsible for the direct supervision of assigned
DUTIES AND RESPONSIBILITIES:
Performs all assigned duties in compliance with internal SOPs and
external regulations. Brings compliance issues to the attention of
Assures quality customer service to all customers.
Hires, supervises, trains, and evaluates performance of assigned
personnel. Identifies and effectively resolves personnel
Prepares a daily call plan that focuses Donor Outreach effort
appropriately through the use of an appointment forecast,
penetration report, and staff schedule.
Completes call quality monitoring and provides appropriate feedback
and direction to staff. Manages group and individual messaging,
ensuring script development and compliance. Suggests
improvements/enhancements to scripts and rebuttals.
Researches and resolves donor complaints.
Interacts with other operating units to maximize communication and
Reviews donor maintenance information and other submitted forms for
accuracy and completeness.
Evaluates effectiveness of Donor Outreach activities and campaigns.
Makes recommendations to management, as appropriate.
Compiles monthly evaluations and standard reports on Donor Outreach
Oversees the donor appointment schedule.
Implements staff motivation programs to maintain enthusiasm,
provide focus on goal achievement, and minimize turnover. Motivates
and mentors staff to develop sales and service skills.
Monitors, evaluates, and adjusts Donor Outreach activities while
initiating contingency actions during call shifts as required.
Performs all other duties, at the discretion of management, as
Vitalant offers the following benefits
Health insurance Accident insurance
Health savings account Critical illness insurance
Dental insurance Hospital indemnity insurance
Vision insurance Business travel accident insurance
Flexible spending accounts Paid time off
Basic life and AD&D insurance Commuter benefits
Supplemental life and AD&D insurance 401(k) retirement savings
Short-term disability insurance Employee assistance program
Long-term disability insurance Education Assistance
Care @ Work Family Care Benefits Door Dash Pass
High school graduate or GED required.
Bachelor's degree in related area or equivalent combination of
education and experience preferred.
Knowledge of telemarketing techniques required.
Knowledge of blood banking telemarketing techniques preferred.
Two years related experience required. To include:
One year supervisory experience.
Demonstrates leadership and good oral/written communication skills
with ability to work in a team-oriented environment.
Communicating effective recruitment/donor service skills and
Good problem solving skills to deal with internal and external
Proficient computer skills.
Able to work flexible hours including evenings and weekends.
Our organization is an equal employment/affirmative action
employer. If you need accommodation for any part of the employment
process because of a medical condition or disability, please send
an e-mail to firstname.lastname@example.org or call 1-844-220-2612
to let us know the nature of your request. A representative will
respond to accommodation requests within two business days. Please
note that this email/phone number is for medical/disability
accommodations only and any other inquiries will not receive a
For more EEO information about applicant rights click here
For information about Pay Transparency rights click here
Our organization participates in E-Verify, for more information
All candidates who receive a conditional written offer of
employment will be required to undergo a pre-employment drug test
in accordance with the Company's established guidelines.
Keywords: Vitalant, Tempe , Contact Center Supervisor - Tempe, AZ, Other , Tempe, Arizona
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